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Free ITIL-4-Transition Questions for PeopleCert ITIL-4-Transition Exam as PDF & Practice Test Software

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Total 61 questions

Question 1

Which is a method for value-driven, data-driven and user-centered service design?

Answer : C

Question 2

In which TWO situations should be ITIL guiding principles be considered?

1. In every initiative

2. In all relationships with stakeholders

3. Only specific initiatives where the principle is relevant

4. Only specific stakeholder relationships where the principle is relevant

Answer : A

Question 3

Which guiding principle would help the MOST in breaking down silos and elimating conflicting goals?

Answer : D

Question 4

An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

Answer : B

Question 5

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?

Answer : C

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Total 61 questions